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Determine agent use of knowledge base answers

edited Oct 12, 2016 3:30PM in Reporting & Analytics for B2C Service 2 comments

Content

Hi colleagues,

I am using a knowledge base report 138 to determine agent use of knowledge base items which I've changed to sort on team then individual. The problem I have is that if I click the 'answers viewed' link and the answers viewed shows, say six I am then informed that the agent has, in fact, viewed many more records. I don't think that's correct as I think the whole team's figures are showing . I have  attached the report xml.

Any help will be greatly appreciated.

DQ

 

Edited by eleep to have a more specific subject title.

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Service cloud
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